“Dancing on Hot Coals”: How Emotion Work Facilitates Collective Sensemaking
Abstract
While organizations and researchers have traditionally conceptualized customers as consumers of their services and products, there is a growing recognition that organizations need to develop more collaborative relationships with clients. In this research, I explore one implication of this shift—how employees respond to client conflicts. In a multi-method qualitative study, I studied patient advocates, hospital employees who mediate conflicts...
Paper Details
Title
“Dancing on Hot Coals”: How Emotion Work Facilitates Collective Sensemaking
Published Date
Apr 1, 2017
Volume
60
Issue
2
Pages
642 - 670
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